Job Summary: Medical Information Specialist responsibilities include receiving and documenting incoming telephone calls, faxes or emails from investigative sites or other sources reporting Lifecycle Safety Data.

Application Process: You will be required to complete a mandatory video assessment (HireVue) if you are shortlisted by Talent Acquisition team. You will receive an email notification about it, which will not take you more than 20 minutes to complete, and the deadline for submission is 96 hours after receiving the email.

Essential Functions

To prioritize and complete the assigned trainings on time.
Receiving and documenting incoming calls, chats, faxes and emails from external customers such as patients and/or healthcare providers and responding to their enquiries about products.
Disseminate clear, accurate information to healthcare professionals and patients based on the approved call scripts and/or other approved resources related to the use of client products.
Create Adverse Event and Product Quality Complaint reports requiring concise data entry covering everything from patient symptoms, admission and results – this will include medical terminology, writing narratives, generating case queries.
Clarify, investigate and capture adverse event and product quality information.
Translation of content where necessary.
Ensure to meet quality standards per project requirements.
Ensure to meet productivity and delivery standards per project requirements.
To ensure compliance to all project related processes and activities.
Read and acknowledge all necessary IQVIA standard operating procedures (SOPs) and customer SOPs as required. Ensure all required training is executed in a timely fashion and documented. Work towards ensuring your individual training plan and training transcript are reconcilable.
Creating, maintaining and tracking cases as applicable to the project plan.
Identify quality problems, if any, and bring them to the attention of a senior team member.
To demonstrate problem solving capabilities.
Liaise with different functional team members, e.g. project management, clinical, data management.
May liaise with client in relation to details on day to day case processing activities.
To mentor new teams members, if assigned by the Manager.
Attend project team meetings and provide feedback to operations manager on any challenges/issues or successes.
Perform other duties as assigned.
Lead/ support department initiatives.
100% compliance towards all people practices and processes.

Qualifications

Healthcare professional degree ie. Bachelor's Degree in Pharmacy or Nursing.
Proficient in both English and Mandarin to effectively liaise with English- and Mandarin-speaking markets.
Must be based in Kuala Lumpur (hybrid work model).
At least 1-2 years of relevant Medical Information experience is preferred.
Good knowledge of medical terminology.
Working knowledge of applicable Safety Database and any other internal/Client applications.
Knowledge of applicable global, regional, local clinical research regulatory requirements.
Good working knowledge of Microsoft Office and web-based applications.
Strong organizational skills and time management skills.
Strong verbal/written communication skills.
Ability to follow instructions/guidelines, utilize initiative and work independently.
Ability to multi-task, meet strict deadlines, manage competing priorities and changing demands.
Ability to be flexible and receptive to changing process demands.
Willingness and aptitude to learn new skills across Safety service lines.
Ability to establish and maintain effective communication and working relationships with coworkers, managers and clients.
Ability to work as a Team Player, contribute and work towards achieving team goals.
Ensure quality of deliverables according to the agreed terms.
Extensive use of telephone requiring accurate perception of speech.
Flexibility to operate in shifts, including public holidays.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

Customer Support Specialist L1 (Japanese Speaker)

Operations Specialist 1

Email & Chat Support Specialist – Mandarin

Product Manager (AI Consumer Fintech - APAC)

Legal Advisor (US Bar Admitted) - Freelance AI Trainer